Performance Lab/ 1win about the inclusion of online sports betting and iGaming in the ACSI Entertainment Study 2025
"This official recognition was long overdue. The industry has matured far beyond what most people realise," says Sergey, CEO of a leading Performance Lab, commenting on the groundbreaking inclusion of online sports betting and iGaming in the ACSI Entertainment Study 2025.
Indeed, for the first time in its 25-year history, the American Customer Satisfaction Index officially recognised online sports betting and iGaming as a legitimate entertainment sector, worthy of measurement alongside major streaming platforms and traditional media giants.
This wasn’t just another industry report. ACSI recognition means the sector is no longer considered niche entertainment but a mainstream economic segment. The debut numbers exceeded expectations: 76 out of 100 points, outperforming both social media (74) and subscription TV (70).
The leadership emerged clearly, with three operators establishing early benchmarks for customer satisfaction in the space. But the real story lies deeper than rankings.
Mobile app quality scored 80 points, becoming the primary satisfaction driver. Not promotional bonuses. Not welcome offers. Product quality. Sergey also noted this trend in his Telegram channel, emphasising how this shift toward product-first thinking validates what industry leaders have been advocating for years.
Market maturity signals everywhere
Mobile app reliability, privacy, and navigation ease each scored 79 points, sending a clear message: users now evaluate iGaming platforms with the same scrutiny they apply to banking apps or premium streaming services. Sergey thinks that this evolution represents the most significant validation the industry has received in decades.
“When customers start assessing data security, customer support quality, and interface design as primary decision factors, an industry has truly grown up,” CEO PL observes.
As operators invest in AI integration for wagering strategies and explore cryptocurrency payment options, the focus has shifted from quick acquisition to comprehensive user satisfaction. For leading companies, this approach is also crucial – Sergey noted in his Telegram channel that sustainable infrastructure development has become a primary competitive advantage.
The study surveyed 24,879 customers between November 2024 and June 2025, providing the first comprehensive satisfaction benchmark for a sector poised for exponential growth.
Infrastructure as competitive advantage
The timing couldn’t be more significant. As regulation increases and business processes become more complex, operators need robust infrastructure to support sustainable expansion. Sergey also highlighted in his Telegram channel that ACSI recognition validates the industry’s shift toward long-term strategic thinking.
“The days of ‘drive any traffic at any cost’ are officially over,” Sergey emphasises. “Users demand experiences that respect both their time and wallet. The operators who understand this fundamental shift will dominate the next growth phase.”
The message resonates throughout the industry: iGaming has earned its place among major entertainment sectors, and customer satisfaction will determine who leads the next chapter of this rapidly evolving market.
You can follow Sergey’s insights on industry trends and strategic analysis in his Telegram channel.
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